Complaints Procedure

We value our patients, their carers, and our local community.

We aim to provide the best possible service for all, but there may be times when you feel this has not happened.

We actively seek feedback, you can do this via the Feedback button on the homepage, by asking to speak with the managing partner, or any of the senior leadership team in practice. We will listen and learn.

However, if you feel compelled to complain we aim to make the process as simple as possible.

To help us to investigate your complaint fully we ask that you put your complaint in writing.

If you are unable to put your complaint in writing please contact us and we will meet with you to discuss your complaint.

A complaints form is available from either practice, or you can download and complete a form here and to return to reception.

The completed form must submitted by post, by hand into the practice or emailed to [email protected]

Please note an email will not accepted, the form must be completed and attached to emails. this is for audit purposes.

We will acknowledge your complaint within 5 working days.

We will fully investigate your complaint you will receive a written summary of the investigation and its conclusion within 21 working days.

Should we not be able to respond within 21 working days we will keep you updated.

If you need help with making your complaint the Health Complaints Advocacy Service (HCAS) can provide free, impartial and independent information, advocacy and support to members of the public, wishing to make a formal complaint about the National Health Service (NHS).

The HCAS provider for Bedfordshire & Hertfordshire is:

POhWER
Hertlands House
Primett Road
STEVENAGE
Herts SG1 3EE

Tel: 0300 456 2370 (local rate)
Email: [email protected]
Website: www.pohwer.net

You may also wish to contact NHS England on 0300 311 22 33 and they will be able to assist you with your case. NHS England is there to help you with any issues or worries you may have about a service you or someone you care for is receiving and to help resolve issues and concerns before they become complaints.